Gen Z's Communication Approach to Resolving Interpersonal Conflicts on Whatsapp

This study aims to examine the communication strategies used by Generation Z in handling friendship conflicts on WhatsApp. As a technology-native generation, Gen Z frequently interacts through instant messaging platforms, yet digital communication often leads to misunderstandings due to limited nonverbal cues and ambiguous symbols. This research employs a qualitative case study approach through in-depth interviews and limited observation involving five Gen Z university students. The Conflict Management Theory is used to identify strategies such as avoiding, accommodating, compromising, competing, and collaborating, while the Computer Mediated Communication (CMC) Theory supports the interpretation of digital interaction dynamics. The findings reveal that Gen Z tends to adopt avoiding and accommodating strategies in the early stages of conflict. However, when the relationship is considered valuable, they shift toward compromise and collaboration. WhatsApp features such as emojis, stickers, and voice notes serve as emotional expression tools and indirect conflict regulators. In conclusion, Gen Z’s digital conflict strategies are adaptive and influenced by relationship closeness, message context, and media feature literacy. These insights contribute to a better understanding of digital communication behavior and support the development of digital literacy and interpersonal conflict management.